Intentions show through. Despite going through the motions of respect, politeness and customer care, the absence of real care shows through clearly. Many of the Singaporean service personnel I have encountered recently demonstrated this.
They take my money or credit card, and hand me receipts and change, with two hands. This is a sign of respect in Asia. But it is very clear that this has become a hollow habit. More often than not while serving me, they are chatting loudly with others, or being preoccupied with something elsewhere. I always say “thank you”; and seldom get any response.
Now I fully realise that they are likely not being paid enough to care. So the responsibility may not lie squarely with the actual service persons.
The point here is: how much of your customer care processes/gestures have become automatic and meaningless? Customers will feel it.
